Analisis Kebutuhan dan Keinginan Konsumen Untuk meningkatkan Pelayanan di Hotel Santika Depok
Abstract
One of the cities on the outskirts of Jakarta, Depok city is also progressing the
development of accommodation and infrastructure in the field of tourism is very rapid. Tourism consists of various aspects one of which is the aspect of accommodation ie hospitality accommodation. With the increasing number of new hotels popping up, this has an impact on increasing competition in the business in the hospitality industry. With increasing competition in the hospitality business, the company is required to improve the quality of service in order to withstand competition in the hospitality business world. This type of research that will be used is descriptive research that describes a particular situation through questions 5W + 1H. Methods of data analysis in this research is quantitative method is by using Cartesian diagram calculations. The results showed that there are two attributes that are considered important in determining customer satisfaction is hotel has complete amenities (shampoo, soap, toothbrushes, etc.). Based on the Customer Satisfaction Index (CSI), in the know that CSI value of
77.04%. This illustrates hotel guests santika Depok quite satisfied with the performance of the services provided by the hotel staff and from the analysis of consumer needsReferences
Penelitian Suatu Pendekatan
Praktik, Jakarta: Rineka Cipta
Media Group Bhote, Keki R, (1996),
Beyond Customer Satisfaction to Customer Loyalty, American Management Association, New York.
Cooper, D.R. & Emory, C.W, (1995).
Business Research Method (5th ed). Chicago: Richard D. Irwin, Inc.
Cooper, D.R. & Schindler, P.S, (2008).
Business Research Methods
(10thed). New York: McGraw-Hill. Irawan, Handi, (2007). Kepuasan
Pelanggan, Jakarta: PT. Elek
Media Koputindo
Kotler, Philip, (1997). Manajemen
Pemasaran. Jakarta: Prenhallindo
-----------------, (2001). Manajemen Pemasaran di Indonesia, Salemba Empat, Jakarta.
Kotler, Philip. & Keller, K.L. (2007).
Marketing Management (12th ed). New Jersey: Pearson Education Inc
Kotler Philip & Keller, K.L., (2009),
Manajemen pemasaran, Edisi 13
Jilid 2. Jakarta
Kuncoro, M. (2003). Metode Riset untuk Bisnis dan Ekonomi: Bagaimana Meneliti dan Menulis Tesis. Jakarta: Erlangga.
Kusmayadi dan Sugiarto, Endar. (2000), Metode Penelitian dalam Bidang Kepariwisataan. Jakarta: PT Gramedia Pusataka Utama
Nasution, C. (2005). Total quality management. Jakarta: Salemba Teknika. Paryani, K., Cudney, E.A., Masoudi, A. (2010). QFD Applicaton in the Hospitality Industry : A Hotel Case Study.The Quality Management Journal, 17 (1), 7-21.
Rangkuti, F. (2002). Measuring customer satisfaction. Jakarta: PT Gramedia Pustaka Utama.
Sarwono, J. (2006). Metode Penelitian Kuantitatif dan Kualitatif (1st ed). Yogyakarta: Graha Ilmu.
Sevilla, Consuelo et, Al. (1993).
Pengantar Metode Penelitian. Jakarta : Universitas Indonesia Press.
Sugiyono. (2004). Metode Penelitian Bisnis: Penerbit CV. Alfabeta: Bandung
Sugiyono. (2007).Metode Penelitian pedidikan pendekatan kuantitatif, kualitatif, dan R&D. Bandung: ALFABETA
Sugiyono, (2008). Metode Penelitian Kunatitatif Kualitatif dan R&D. Bandung Alfabeta
Supardi, W. (2005). Quality Function Deployment. Surabaya: Prehelindo. Supranto, J. (2006), Pengukuran Tingkat Kepuasan Pelanggan untuk Menaikkan Pangsa Pasar, Cetakan
Ketiga, PT.Rineka Cipta, Jakarta. Tjiptono Fandy, (2005), Pemasaran Jasa,
Malang, Bayu Media Publising Wanto, R. (2013). Persepsi Konsumen. Surabaya: PT. Indeks Gramedia.
Zeithaml, Valarie A. and Bitner, Mary Jo.
Service Marketing. McGraw Hill Inc, Int’l Edition, New York, 2003, p.162
Zikmund, W.G., Babin, B.J., Carr, J.C. dan Griffin, M. (2010). BusinessResearch Methods. (8th ed). Canada: Nelson Education, Ltd
Pusat Penelitian dan Pengabdian kepada Masyarakat 
